Creative Cloud not working, unable to upgrade to newer version

Forum|Forum|5 years ago
April 10, 2020
2 replies
211 views

Hello,

I've been using PS for quite a few years, no problems whatsoever. About a month or so ago, I wasn't able to update PS. Creative Cloud application trys to launch but I just get the symbol that it's trying to load. I did find another thread here as well as a FAQ but none of those suggestions helped. I'm able to use PS along with all my plugins but unable to update. I haven't a clue what to do next. One of the suggestions was to downoad the app and reinstall but I can't do that either. All I was able to do was try and installed the trial version. When I did that, I wassn't given the option to download a trial version and it created another 'account' for me (hopefuly I won't be charged) and I was prompted Creative Cloudy was already installed. How crazy is that.

Problem or error

This topic has been closed for replies.

PECourtejoie

Community Expert

Hi, did you try these troubleshooting guides? (you did not state which FAQ you followed, or which tread, that makes helping you difficult)

https://helpx.adobe.com/be_en/creative-cloud/kb/creative-cloud-app-doesnt-open.html

https://helpx.adobe.com/be_en/x-productkb/policy-pricing/activation-network-issues.html

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-JW17366538Author

Participating Frequently

Problem was solved via technical support. Corrupt CC files.

Mylenium

Legend

You have written a lot, but not given us a shred of useful info like actual system information, potential error messages and so on. I'm sorry, but that's just not useful. You have to be much more specific. Any issues with your account will have to be taken up with sales support via web chat and the status of your subscriptions can be checked on your account web page. That's all there is to say at this point.

Mylenium

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-JW17366538Author

Participating Frequently

Sorry about that, I've never had the need to trobleshoot PS in the 10 years I've used it. I'm running Windows 10, version 1903, build 18362.720, 64 bit, on a Intel i5 machine. I am current and uptodate with my paid subscription package for PS. I have never been prompted of any error messages in regards to PS or Creative Cloud. Creative cloud simply does not launch or load (as shown in the image below). The icon is also greyed out (as shown in the image below). I wasn't able to find any Adobe *.log file on my system. After doing some reading I installed LogCollector and generated a AdobeLogs_20200410_033346_437-win.zxp. I'm not sure how to open a file with that extension (zxp). I wasn't able to find out how to accomplish opening it on the Adobe site. Do I need to rename the extension to zip?

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